Brand New Big Pilot Stopped After 5 days of Ownership...SHOCKED

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I have been waiting for years to get my Big Pilot. I pulled the trigger 5 days ago on a brand new 5009. I wore it all day 2 days ago, didn't wear it yesterday and today when I went to put it on it was stopped. I'm not happy to say the least...shocked is a bit more like it. It had almost 7 days showing on the reserve meter. I gave it a little wind and a gentle shake...it would start again for 3-5 seconds and stop...this happened over and over a few times before it start going normal. It's been about an hour not and it seems OK.

I understand it's under warranty and that I can send it in for service but having to do this after 5 days of ownership is crazy. I feel at this point I want them to send me a brand new one so I can start fresh and feel proud of this large purchase.

We have no idea as to the problem but the answer may be a tiny bit of something jamming up the works. Understand your frustration but it will be sorted by taking it back to the AD for return to the service centre.

Thanks...to start out this way with a brand new watch is really troublesome. At this point I want to return this unit for a brand new one. I'd rather not have to start repairs and services on a watch that's 5 days old.

Understand your frustration but give the Authorised Dealer and service centre a chance to correct the problem. Very much doubt if the dealer can sort the issue out themselves, I imagine they will be embarrassed and the policy will be to follow the local Richemont IWC policy on these matters.

jsimon77 Wrote:Thanks...to start out this way with a brand new watch is really troublesome. At this point I want to return this unit for a brand new one. I'd rather not have to start repairs and services on a watch that's 5 days old.

I understand your feeling. Have you said exactly that to the Authorized Dealer and asked if he will exchange it for a new watch? I have no idea what he would say, but you can at least ask him if you have not already.

I have no idea what caused the problem and can understand your annoyance. But also I have a basketball theory of watch deliveries. Have you ever seen how FedEx or UPS or other shipping services handle parcels. They toss them, they stack them, and they jolt them. You can package a new watch in as much styrofoam as a refrigerator and there's still a chance for a problem. It's like playing basketball with the package.

Now I have no idea if that occurred here. But a certain percentage of new watches from many and perhaps all fine brands are DOA (dead on arrival) or shortly thereafter. I have had it occur with other expensive brands, and cross my fingers every time I ship a watch. Fine watches are composed of hundreds of miniscule parts, put together with extremely small tolerances.

Same issue happened to me after an expensive complete service, but worst still it didn't work right from the onset of receipt. Had to wait another 2 months for it to be repaired in addition to the 3-4 months of prior wait. Worst still watch movement stopped working after a year plus... And had to send it back again luckily under warranty. Now it's back and in good working order... Finally! All that just with an ETA 2892A2 movement... Which is meant to be pretty standard issue/repair...

Finger pointing at third party contractors I believe is wrong. Any company or brand should be responsible not just from the production or repair stage but also with the distribution to the end customer. Including logistics QC. If not, all the bright lights, b&w imagery, Adrianas and Karolinas will mean nothing to a disappointed customer.

Leon K Wrote: ... Finger pointing at third party contractors I believe is wrong. Any company or brand should be responsible not just from the production or repair stage but also with the distribution to the end customer. Including logistics QC.

Since your statement had to have been directed at me, I will reply in kind.

Leon, for some time now, you've been critical on many things. But constructively how do you suggest QC over third party shipping and delivery? Easy to say, but IMO impossible to implement.

I've owned perhaps 100 quality wristwatches. About 5%, perhaps 10%, have had problems apparently due to shipping, including at least 4 other very high-end brands.

Just a thought, Service level agreements with forfeits - if watch is returned faulty due to 3rd party (from due diligence) then 3rd party will be fined. What's the point of putting fragile stickers if they don't abide them?

You can place KPIS to incentivise as well... If returns decrease or are minimised to a specific threshold then 3rd party will get a bonus.

So many dispatch companies out there these days and its highly competitive, surely one can better manage quality assurance? Sure you can't completely eradicate the issue, but IWC should be more responsible as logistics is very much part of the value chain.